Dealing with Negativity Online

Firstly, get over it. Not everyone will love you. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Ever heard of anyone or any brand that hasn’t been bitch slapped before? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

My point exactly. Get over it. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Why did it happen to me? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #1: Your product is crap. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #2: You are arrogant and rude. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #3: You take 10 years to respond to his/ her request. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #4: He/ she was ﬁred that day and was in a really bad mood. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #5: He/ she works for a competitor. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Reason #6: Did I mention your product is crap? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

OMFG! So what do I do now?! brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Breathe. Go grab a cigarette. Really. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #1: Do not respond immediately. Not when you’re all jammed up with emotions. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #2: Evaluate the feedback. Is there truth in what he/she said? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #3: Remember that not all negative comments are harmful. Some provide valuable insights for your brand. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #4: Negative blog post = email the bugger Negative comment left by a reader = respond with your comment brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Don’t leave a comment ever if it is a negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

It just shows that you’re more preoccupied with what people think, than the blogger himself/ herself. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

But what do I say? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #1: Thank them for their time. Really. If they didn’t care enough, they won’t be arsed. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #2: Apologize without inviting a lawsuit. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Say: “We are sorry to hear of what you have to go through.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Don’t say: “We are sorry we fucked up.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Not until you’ve conﬁrmed you really did fuck up anyway. Besides, you need to clear the apology with Legal. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #3: Address all concerns and offer a solution. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Don’t be selective over which concern you’d like to address. Please. This person’s already pissed off. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #4: Ask to call them at a time of their convenience. And leave your contact details with them too. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

This person doesn’t think you’re a friend. You have no right to say “Hey dude, I know you’re pissed, give me a call some time eh?” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Step #5: Follow up persistently brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

If it’s a blog post you’re responding to, and somehow, there’s no response to your email, then leave a blog comment. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

All that the blog comment should say is: Hello, this is [name] from [company]. I dropped you a note a couple of days ago. I’m sorry of what you have to go through, and I’d like to understand your concerns better. Can you let me know if you’re free for a chat? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Saying anything beyond that is just distasteful. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Can I get the blogger to remove the negative blog entry if I’ve already apologized? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Sure, if you’d like another negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Don’t worry. Chances are, if you’ve clearly shown remorse and sincerity, the blogger will address it on his/ her blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

If not, well, you can talk about it on your own corporate blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Oh, do I need a corporate blog??? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Let’s leave that for another day. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009

Dealing with Negativity Online

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